HTC - Service Foreman

About the Role

The Service Foreman’s main responsibility is to assist the Service Manager and the Service Advisors in the organization and execution of the service shop’s production. This is achieved by leading multi-skilled teams delivering the agreed service and quality at the promised time. The incumbent is expected to model alignment with the company's mission, core business values, collaboration with key resources, and ongoing self-development.

Responsibilities

• Model, promote, reinforce, and reward the consistent use of HOLT’s Values Based Leadership (VBL) tools, processes, and alignment with Vision, Values, and Mission.
• Hire, develop, evaluate, and influence effective productivity and teamwork to ensure Legendary Customer Service (LCS).
• Work safely and adhere to all safety policies; comply with company policies, procedures, and standards.
• Service Shop Production:
  • Optimize service shop flow by leading technicians, ensuring safety, quality, and cost-efficient job performance.
  • Interact with Service Advisors for repair order planning and monitor real-time fulfillment of customer requirements.
  • Lead the service shop by prioritizing work and assigning jobs based on employee competence and shop capacity.
  • Monitor work progress, spot deviations in delivery time, and re-plan operations to accommodate additional jobs.
  • Review repair orders to ensure documentation compliance with shop policies and procedures.
  • Identify, suggest, and decide on additional work; inform Service Advisors and provide technicians with instructions.
  • Collaborate with technicians to find customer-focused solutions and assist in task execution when needed.
  • Maintain service shop cleanliness and tidiness.
  • Monitor production to encourage continuous improvement and test drive vehicles when required.
• Service Shop Communication:
  • Secure communication throughout production and interface with other departments and customers.
  • Cooperate with Service Advisors and customers to ensure information flow.
  • Liaise with Parts Manager or Dealer Management on parts availability and communicate ordering needs.
  • Participate in pulse meetings.
• Service Shop Planning:
  • Set routines for spotting deviations (e.g., re-work, warranty matters) and acting in real time.
  • Ensure resource availability (tools, equipment, parts) to complete planned work and meet customer expectations.
  • Hold daily planning and follow-up meetings; assign repair orders and resources.
  • Establish routines to fulfill Health and Safety requirements.
  • Plan end-of-shift work handover.
  • Replace, repair, and calibrate tools; request new tool purchases to maintain workshop infrastructure.
  • Create proposals for improving service shop offers, local campaigns, and service menu options.
• Service Department Leadership:
  • Foster an environment that embraces teamwork, accountability, and professional development.
  • Encourage ongoing professional and technical knowledge through workshops, publications, and networking.
  • Contribute to business goals by accomplishing related results and participating in projects.
• Perform other duties as assigned.

Requirements

• High school education or equivalent.
• Team leader experience or leadership education.
• Relevant work experience in the medium/heavy-duty industry or service shop environment.
• Driver’s License (CDL preferred).

Skills

• Business Acumen: Understanding of business issues, processes, and outcomes to enhance performance.
• Coaching: Helping others maximize their qualities and competencies to accomplish tasks and solve problems; encouraging a "Dare to try, Manage the risk" approach.
• Products and Services: Up-to-date knowledge of International and IC Bus products and services, including their value proposition.
• Repair and Maintenance: Understanding of repair concepts, troubleshooting, methods, vehicle technical aspects, tools, and equipment for International Truck and IC Bus products.
• Resource Management: Planning, allocating, and mobilizing resources (human, physical, informational, financial) to achieve organizational goals.
• Safety: Understanding of safety policies, procedures, and regulations; creating a safe and sustainable work environment.
• Information Technology: Proficiency in using software and technology to accomplish work.

Supervisory Responsibilities

This position supervises shop and field service technicians and provides input to the manager regarding evaluations, merit increases, and career development.

Travel

Less than 10% travel per year, primarily for training, with occasional overnight stays.

Physical Requirements

• Ability to move objects and use abdominal/lower back muscles for support without fatigue.
• Frequently moves materials or equipment weighing up to 50 pounds.
• Constant movement and use of limbs; requires manual dexterity, coordination, and stamina.
• Ability to ascend/descend ladders and work underneath equipment safely.
• Reacts to visual, auditory, and other signals, including alarms and instructions; visually inspects work.

Work Environment

• Regularly works indoors around moving mechanical parts; may be exposed to weather extremes when working outside.
• Exposure to inclement weather, heat, cold, and humidity.
• Noise level may be loud at times.
• Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment.
• Significant time spent in confined spaces and high places.